The Public Relations Blog

How are you handling customer reviews?

Let PR show you how to use them for maximum advantage

In the past, when customers were unhappy with your company, they simply let their wallets do the talking. Today’s consumers have numerous ways to let you know how they feel about your company, products and people. One of the most popular methods is online consumer and product reviews.

How your company handles these opinions can mean the difference between generating consumer loyalty and delivering customers directly to your competition.

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Topics: Public Relations, Featured, Reputation Management, ReviewMaxer, Online Review Management

How to respond to negative reviews on Yelp

The right response can turn complaints into kudos

Often, customers will leave online reviews that are unwarranted or over the top. Something about the experience they had with a company gets under their skin and they are overcome with anger toward the company. They might decide to leave a review in which they exaggerate the negative experience they had or they might even leave a review that is a downright lie. No matter what an angry customer writes, companies need to be ready to address these reviews.

When responding to a negative review, there are right ways and wrong ways to do it. Here are some tips for responding in a way that keeps the peace with your upset customers:

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Topics: Public Relations, Featured, Reputation Management, ReviewMaxer, Online Review Management

How important is it to monitor Glassdoor?

Why you need to keep track of what they’re saying about you on this vital site

A candidate who didn’t get the job trashes your company on Glassdoor. He’s just bitter, so it’s no big deal. A former employee does the same, but people don’t really pay attention to that kind of thing. Or do they?

Some companies don’t take Glassdoor reviews seriously. Others have no idea what it says or how their companies appear. Both attitudes can have lasting, negative consequences for your company. 

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

Negative information online a cause for worry

Use Axia PR’s ReviewMaxer to help manage your company’s online reputation

You are being rated. Yes, even now. Today’s consumers and job applicants are judging your company on your product, your employees’ conduct, workplace conditions, and how much value you provide. If any of these aspects have a single flaw, there is potential for a negative review.

There are literally thousands of sites for unhappy consumers, disgruntled employees, rejected applicants and even jealous competitors to spread damaging information in seconds and ruin your reputation. Nevertheless, you and your company do have PR resources on your side. For example, you can use Axia PR’s powerful Web-based ReviewMaxer software to track online reviews.

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Topics: Public Relations, Featured, Social Media, Reputation Management, Online Review Management

How consumer reviews impact your business

The most important lesson from what you will read in this post is this: “The customer is always right, even when he’s potentially wrong.”

Many business owners will give a good eye-roll at that and click away from this page, but let us assure you that consumer reviews – positive or negative – are mission critical for any business. We trust the opinions of others – even strangers – when we’re in the market for a new car, blender, mattress, power drill, jeans, hotel or pair of shoes.

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

Do you know who's posting those negative online reviews?

It may be your competitors - learn how to spot the impostors. If a search of your company’s name finds mostly negative reviews, your first thought might be, “Wow, my customers are really displeased, so I have to change.” However, you may want to take a closer look. Sometimes, it’s not dissatisfied customers at all who are writing negative reviews – it might be your competition.

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

How much do you know about ‘astroturfing’? Learn to tell the difference between a genuine product review and a fake one

When looking for a new restaurant to try or a hotel room in a strange city, you might decide to consult online reviews to get information, weigh your options and decide which choice is best for you. But how do you know which are real and which are fake? Just like those beautiful fields you see at the stadium, the grass might look lush and real, but sometimes it’s not.

For every product or service you want to purchase, there are so many choices that it can give you a headache just thinking about it. Competition for your business is fierce and companies will go to almost any length to sway your opinion, including paying people to write comments and post fake reviews. But fear not – follow these tips and you’ll command the knowledge and skills necessary to distinguish the legitimate from the bogus.

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Topics: Public Relations, Featured, Reputation Management, Online Review Management

How to fix bad reviews on Google

468957239Websites like Google provide prime digital space for unsatisfied customers to voice their opinions with little accountability. Whether or not these posts are honest, research reveals that 72 percent of visitors said they believe the reviews posted online. This can be very good for a business if the review is positive. However, a bad review can hurt a business’ image overnight – an image it took years to build. Negative reviews, truthful or not, ruin a business’ reputation and require immediate action on the part of the business owner.

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Topics: Public Relations, Featured, PR Tips, Reputation Management, Online Review Management

Reputation management: How to respond to negative reviews

3 tips to help your business keep negative reviews from hurting its reputation

Almost every business will receive negative online reviews, and there is nothing wrong with that; it’s better to get some kind of feedback so you can improve your products and services. Plus, those bad reviews also add credibility to the positive reviews. However, mishandling negative reviews can do long-term damage to your company’s reputation. If you have received negative reviews or want to proactively make a plan to handle those reviews when they arise, read these tips and don’t let your reputation take a hit.

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Topics: Public Relations, Featured, PR Tips, Social Media, Reputation Management, Online Review Management, Online Reputation Management

Got a full complaint box? Online reputation management could save serious revenue loss

 

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Topics: Media Relations, Public Relations, Reputation Management, Online Review Management, Online Reputation Management

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